Develop, implement, and maintain effective internal and external Quality Assurance Programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance related to call center.Provide strong, dynamic leadership that mentor, develop, and guide team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.Manage and expand client and coworkers relationships.Maintain effective organization of responsibility, including training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.Prepare reports weekly, monthly, and quarterly for QA sites scorecard.Continually works with all QA Managers and Supervisors and in collaboration with the onsite leader to develop strategies to optimize performance.Responsible for facilitating our client quality review call weekly and creating action plans to resolve any issues relating to it.